Skip to content

Microsoft Dynamics 365 Embedded Agent Desktop

Customer challenge

Organisations that have standardised on Microsoft Dynamics 365 for customer relationship management face a fundamental workflow problem in the contact centre: agents must operate a separate telephony or CCaaS application alongside Dynamics. The result is constant context-switching, missed screen pops, and manual logging of call dispositions. Automation is limited by the integration depth available through packaged connectors, which typically surface only caller ID and basic activity records.

ExpertFlow's approach

ExpertFlow integrates with Microsoft Dynamics 365 using the Dynamics Channel Integration Framework (CIF) to embed a full-featured agent panel directly inside the Dynamics UI. The panel delivers:

  • Voice controls (answer, hold, transfer, conference, end) via WebRTC softphone
  • Chat and digital channel handling in the same panel
  • Automatic screen pop matched on phone number or customer identity
  • Real-time queue status and agent state controls
  • AI Assist with suggested responses drawn from the Dynamics knowledge base
  • Automatic activity creation and case linkage on call end

Every conversation record in ExpertFlow is linked bidirectionally to the Dynamics contact and case, enabling full interaction history from within Dynamics without opening a second system.

Why ExpertFlow wins here

ExpertFlow's CRM-native embedding approach is deeper than adapter-based connectors. Rather than a browser extension or CTI bar overlaid on Dynamics, ExpertFlow uses Dynamics' own extension framework — meaning the panel behaves as a native Dynamics component, respects Dynamics RBAC, and participates in Dynamics workflows. Open Agent State API means enterprise customers can build custom Dynamics automations triggered by contact centre events, without being constrained by a packaged connector.

Typical deployment context

Microsoft-stack enterprises (Azure AD, Teams, Dynamics 365) typically with 50–500 agent seats in customer service, inside sales, or field service operations. Often deploying alongside a Teams direct routing or existing SIP PBX infrastructure.

Open Items

  • [x] Confirm all features in features_included exist in the catalog (forward refs)
  • [x] Set decomposition_status: clean once Window 1 features are committed
  • [x] Derive primary_axioms from features (run bmad-catalog-intake)
  • [ ] Confirm Microsoft Teams co-existence feature (if applicable) is captured